Vibe.fyi Support

Vibe.fyi Support

Vibe.fyi offers 3 support options: Pay As You Go (PAYG), Total care and Premium Care.

We aim to ensure your communication channel network remains online and on-track to achieving your business objectives, for further assurance, we encourage you to add-on our Total Care or Premium Care Agreements. You can discuss upgrading or downgrading your support plan at any time with the Vibe.fyi Customer Success team (support@vibe.fyi ).

Premium Care
Total Care
Pay-As-You-Go

6 hours of support/month and priority over all other clients. Ideal for businesses with
critical communication channels.
3 hours of support/month.
Perfect for businesses who want to get the most from their communication channel activities.
Our 'PAYG' plan is charged by the hour and ideal for
businesses who need
minimal help.
Technical Helpdesk Support*
Bespoke Online TrainingAdd-on
Regular Check-ins
Quarterly Strategy Sessions 
Screen Up-time Monitoring
After-hours supportAdd-onAdd-on

*For Pro and Enterprise plans, technical helpdesk support is available via Email, Telephone and LiveChat. For our Free plan, support is available via LiveChat.
Support inclusions
Our helpdesk team are available to assist with the following technical helpdesk support requests, free of charge:
  1. Tech Support - Investigating and confirming bugs in the web portal, admin console, templates, content library, data integration and Vibe.fyi player app software
  2. Remote Hardware Support (for hardware supplied by Vibe.fyi that is still covered under warranty)
    e.g. Operating hardware (foil, screen or computer) supplied by us, which may include;
    1. Checking logs for screen up-time details
    2. Remote management and Monitoring (i.e. TeamViewer, VPN maintenance and checking) -  Premium Care only
    3. Remote 'save and sync', 'deleting' slides and checking that all slides are downloading in full
    4. Altering start-up scripts as required
    5. Troubleshooting false touches
  3. Digital Signage Software - Firmware upgrades and Vibe App releases - Total Care & Premium Care only

Helpdesk Support

This section outlines what tasks can our Helpdesk support you with.  Performing these tasks at your organisations request and any billable support will be quoted beforehand.
  • Development
    • Custom API feeds, New or revised slide design
    • Maintenance, design and development related to altered data feeds, OS updates, new requirements
  • Client supplied 3rd party feeds
    • Maintenance, design and development related to altered data feeds (i.e. advanced or custom slides, new data fields, etc)
  • Updates/Changes/Support
    • Creation of new content on behalf of, or requested by the client (Via Email, Live-Chat, Phone, Support ticket)
    • Fixing settings or issues that have been caused by a client making changes after client approved/signed-off project
    • Changes on any existing slides, content, text, copy, image, playlist or schedule in the client's environment. Includes both design and front-end integration required to complete changes.
    • Adding, changes and re-organisation of new member/user accounts, updating playlists, schedules, categories
    • Training
    • Monthly Check-ins
    • Quarterly Strategy Sessions
    • Screen Uptime Monitoring
  • Hardware Support
    • Any support regarding operating 3rd party hardware (such as screens not supplied by us)
    • Support for audio settings with either Screen or Speakers hardware
    • Reissuing/supplying IP addresses previously supplied
    • Investigating white-listing/black-listing of IP addresses in Firewalls
  • Custom Slides
    • Updates required to fix broken slides due to altered data feeds; resupplied by the client, or sourced through a 3rd party
    • Updates required to fix broken slides due to changes made by the client in error
  • Digital Signage
    • Information Bar (Fixing bad syntax, the spacing of text, correcting wrong characters. (use Letters, Numbers and the following characters only ...!@#$%&*()_+...  )

Invoicing

How the Vibe.fyi support team tracks, logs and invoices for support time for your requests. Individual support requests are logged with a 15-minute minimum time, with a per-minute rate after this.
  1. Time logged in excess of your Inclusive time, is charged at an hourly rate.
  2. Unused Inclusive time does not carry forward, or transferred, by default.
  3. Technical issues need to be reported and logged against your support agreement , but this is for reference only - they are not charged. (see Subscription Inclusions)
  4. Job reports and any time in excess of your Inclusive time is invoiced after the 20th of each month.
  5. There are 2 ways that our support team will track/log their time for exclusions , this will be either.
A quote for support time will be submitted for approval, and invoiced at after completion.
Increments of support 'time' will be logged in our time tracking software to complete your requests, and invoiced after the 20th of each month.

Development

Development will always be quoted and isn't generally considered 'support'. A PO (Purchase Order) Number will be requested before we proceed. This is because the task must go through our development lifecycle (IE: Briefing, Planning, Development, Testing 1, Testing 2, Sign-Off, Deployment).  An estimate or fixed quote will be outlined as: 1/4 Day, 1/2 Day or Full Day cost.
If your organisation requires a PO number for invoices, please help us out by providing this when you contact us, so that there are no delays.
To discuss your specific support needs, please contact support@vibe.fyi
Did you know that Vibe.fyi also provides a personal Vibe Assist service? Book in a FREE chat today to find out how Vibe Assist can help you keep your communication plan on track.

    • Related Articles

    • Virtual "Vibe Assist" Assistance

      Invest in this bespoke service designed to keep your content current, fresh and focused! Consider how well your business will benefit from having a strong company culture and an engaged workforce, driven through effective communications - this ...
    • Start using Vibe like a pro!

      We're super excited to get you started and using Vibe like a pro. Hint: It’s super simple! Produce visually stunning content with ease We've streamlined the process, making it easy to produce slides that are on-brand and captivate your audience ...
    • 1 - Align & Define your Vibe Team

      We are launching our visual communication channel and we are looking for content contributors! Are you passionate about producing and publishing fresh visual content on a regular basis? Do you have your finger on the pulse when it comes to what's ...
    • Two-Factor Authentication (2FA)

      Two-Factor Authentication (2FA) protects against unauthorised access to accounts and adds an extra layer of security. NB: If you’re already using Azure Single Sign-on, 2FA cannot be enabled. You will be able to action either the mandatory or optional ...
    • Data Templates

      Connect your data template to your slide STEP 1: Download the data template from the: Vibe Portal After you have created your new slide, select File Upload in the Content Source dropdown. Click the Download button to save a copy of the data template ...